Customer Service Manager

Duncan Macfarlane

Willow Vale Cottage

** *** ****

Conisbrough

South Yorkshire

Tel 077********

***********@***.***

Profile I am a versatile, resourceful and pro-active individual who can be relied upon to bring enthusiasm

and dedication to my role. I am able to confidently work under my own initiative to achieve the

best results through a problem solving approach. By combining excellent communication, business

skills and the customer service skills which I have developed throughout my career, I am able to

efficiently manage my team to deliver the results required to obtain excellent standards both for

the company and the client.

Job history Feb 2011 to March 20 14 Emprise Services PLC London

Area Manager

I am presently responsible for the contract cleaning of sixteen large high street Marks and Spencer stores

within the South Yorkshire and East Midlands region. My role is to liaise with the client/stores to ensure

that contract specifications and the high expectations of the client are met and are within the remit of the

contract, taking full responsibility for budgets, HR, recruitment and audits. I have also been involved in

the drive to procure new contracts for the company. I play a key role for the company in the region in

relation to HR issues and have assisted in HR investigations and disciplinary action for the company

within other contracts.

I have been involved in the opening of new stores and those that have undergone major developments

which has included all aspects from the recruitment and training of complete new teams, site meetings

and to the launch day. Due to my experience and knowledge of the M&S contact I am responsible for the

training of any new area managers joining the M&S account. I currently have over 200 staff members

and manage a contract in excess of1 million per year.

Oct 2007 to Feb 2011 Marks & Spencer, Fargate Store. Sheffield, South Yorkshire.

Hospitality Section Co-ordinator.

Main duties included, organizing resource efficiently to maintain the smooth running of the department,

ensuring profitability and maximising sales potential through accurate stock control. Ensuring excellent

customer service was given at all times and customer complaints were dealt with quickly and to the

customer’s satisfaction. I managed a team of twenty five staff members, in which I guaranteed standards

were maintained through their training and development.

Feb 2000–Oct 2007 The Lescar Sheffield, South Yorkshire.

Licensed House Manager (BII) - personal license holder

Responsible for achieving planned profits, monitoring and adhering to staffing budgets, stock management

and waste control. I managed a team of twenty eight staff members, ensuring training and development needs

were met to maintain high standards. This led me to obtain a top 5 position in the company for customer

service (out of 170 outlets}. Having a hands on approach and by engaging and developing my team, I took

the pub to become the second most profit making outlet per square trading metre within the company. I

liaised with the local community to raise money for local charities, develop creative and innovative projects

e.g. community art space, film making and football and darts teams. I was responsible for ensuring accurate

documentation completion to prove compliance, safe working and operational procedures.

Education

1984 John Leggott Sixth Form college

Scunthorpe, Lincolnshire.

7 ‘O’ levels and 3 ‘A’ levels {including maths A}

1990 North Lindsey college of Technology

National Certificate in Building Studies

1991-1994 Sheffield Polytechnic

B.Eng Hons., Civil Engineering.

Interests Athletics, I reached international level and was in the British milers

club (sub 4 minute mile) and still have an avid interest in athletics. IT

skills – I am experienced in using Microsoft windows, office and

industrial software, I also enjoy building and restoring computers. I

very much enjoy watching grand prix. I hold a current full clean

driving licence.

Referees Yvonne Woodward Mr Nicolas Britten

Emprise Services PLC 26 Beech Avenue

186 City Road Auckley

London . Doncaster.

EC1V 2NT South Yorkshire

DN9 3LZ

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